The scorm course freezes on a specific screen but only for some LMS users

Mar 31, 2017

I have a problem that occurs to me already in two storyline projects and is that the course is reproduced normally for the majority of users of my course, but there are specific cases where the user reaches a certain part and the course does not progress, for Please help with this I do not know if it happened to someone else.

9 Replies
Alyssa Gomez

Hi there Michael!

Thanks for your post. I know it's challenging when a handful of users report that they're having issues with your course, especially when you're not seeing the issues yourself. My first thought would be to double check the browsers they are using. Can you verify that they are using a supported browser for Storyline 2 or Storyline 360?

Alyssa Gomez

Thanks for that update, Pete. Our team can take a closer look at your file, if you'd like. We may find something that's causing the course to freeze for some of your learners.

Click here to shoot it to us directly. And if you'll let me know your case number, I can follow along. 

Also, it looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it. :)

Heather Hossfeld

Hi! Was a solution ever found for this? We are having the same problem. On a set of courses that is used by a hundred or more people each month, we started getting regular support emails from people complaining that some of the modules were hanging. Most reports concerned the same two modules, but the users were on various browsers, in various locations and we couldn't find a common thread -- nor could we recreate the issues. 

The modules had been built in Storyline 2 -- I opened a couple of them up with 360 and re-compiled them, to see if that would help. Since then the support requests about those modules have increased but changed; now the issue is that some users can't load the modules at all, and all the complaints are from employees of one particular company. But neither we nor their own IT group has been able to find a reason! 

Crystal Horn

Hi there, Heather.  We didn't nail down what was causing one of Pete's users to still have issues with displaying the content.  We left off with troubleshooting whether a different network would allow normal playback.

We're happy to grab your unique details, Heather, and to see if we can offer some guidance.  

  • Are the affected modules hosted in a learning management system?
  • Do you know if the affected employees can launch the modules from a different network?  Can they open them from a home computer, or using a different connection?
  • If those employees are using Internet Explorer, have them try this:

    Select Tools > Compatibility View Settings. Then uncheck "Display intranet sites in compatibility view" and "Use Microsoft compatibility list". Close it and try to view the content.

We're happy to work one-on-one with you as well to brainstorm further!

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